In the event of a dispute, the customer must notify Vonex in writing (email or letter) within (7) working days, explaining the objection to the disputed amount. It must contain the following information:
Date and number of disputed invoice.
Amount in dispute.
Reason for dispute.
Supporting documentation as appropriate.
Please note:
Vonex will use reasonable endeavours to resolve the dispute within thirty (30) days of receipt of the Notice.
Customers shall pay the undisputed portion of the amount due in the invoice and may withhold the payment of the disputed portion until the time the amount is determined. Upon determination, if Vonex proves the disputed portion correct, customer shall pay the amount due. However, if the customer is proven correct, Vonex will then issue a credit note to the customer.
If the customer is not satisfied with the outcome of the billing dispute, the customer may lodge a complaint through Vonex’s Complaint Handling Process if applicable. If the Complaint Handling Process does not apply, in the absence of resolution of the dispute within sixty (60) days, Vonex and customer shall mutually agree on and appoint a single arbitrator to resolve the dispute. The decision made by the arbitrator shall be final and binding upon both Parties.
Customer shall not be excused from its obligations to pay Vonex for the Services invoiced based on a claim that fraudulent calls comprise, or may comprise, a portion of the invoiced Services. In no case shall fraudulent calls form the basis for disputing an invoice pursuant to this Terms and Conditions.
Jay Wellsmore
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